How do I let an admin log in as another user to troubleshoot in Zoho CRM?

Zoho CRM does not offer a general log in as user feature for admins. To see what a user sees, create a test user with the same profile and role, check their permissions, sharing rules and layout settings, or join a screen share with the user. This gets you the same view without sharing passwords, which you should never do.

Most what does this user see problems come from four settings: profile permissions, role hierarchy, sharing rules and layout or field-level security. A test user with the same profile and role reproduces the view closely. Keep one test licence for this purpose if your budget allows, and switch its profile and role as needed.

If you cannot spare a licence, check the settings directly. Open the user's profile and review module and field permissions. Check where their role sits in the hierarchy and which sharing rules apply. Look at layout rules and validation rules on the module. The audit log also shows recent changes to records and settings, which often explains a sudden problem.

For live issues, a screen share with Zoho Assist or a meeting tool is often the fastest route. The user keeps control of their account and you see the exact error. Never ask users to share passwords, as it breaks security and audit trails. Check Zoho's current help pages in case new admin troubleshooting options have been added.

Written by Flowpeak, a Zoho implementation partner. Zoho pricing and features change, so confirm current details on the official Zoho site. Free checklists | Ask us a question